Head of Multi-Channel Customer Experience

Thames Water is recruiting a Contact Channel CX Lead to shape how customers interact across channels, oversee journeys, and drive seamless experiences. You’ll lead journey managers, implement best practices, and integrate insights to optimise outcomes.

The role focuses on email/SMS and multi‑channel campaigns, with a hybrid Reading location and 36 hours per week. The position requires strong leadership, data‑driven decision making, and agile delivery experience, plus familiarity with SAP,

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